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cancel nest aware subscription as not working

GKpem
Community Member

Saturday

My 1st generation Hello Doorbell no longer works. I paid for an annual subscription (it auto renewed) but now I’m getting nothing. I have tried to log in to cancel and get a refund but NOTHING works. I don’t know my Nest password and logging in to Google doesn’t let me cancel as it doesn’t show my paid subscription. Why did they leave us hanging? Why did my doorbell quit? They have the WORST installation procedures as it always comes back “try again”. I try again, same failure.

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2 REPLIES 2

MplsCustomer
Bronze
Bronze

Saturday

@GKpem 

I am just another Google Nest customer, but if you want help from Support:

1. Go to https://support.google.com/googlenest/gethelp.
2. Select a category/product family, and type in a brief description of the issue, then click "Next".
3. Select your device from the dropdown, click "Other", then click "Next step".
4. Under "Resources", just click "Next step". (Clicking one of the listed links will bring up a Help page.)
5. Under "Contact options", choose to get a phone call or chat with the team, depending on availability in your country

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humbertogarcia
Community Specialist
Community Specialist

Tuesday - last edited Wednesday

Hi GKpem,

 

Thank you for posting in the community! I can certainly understand how inconvenient it is to deal with a device failure right after an auto-renewal, especially when you feel locked out of your own account. I’m here to assist you!

Hi @MplsCustomer,  first, I’d like to thank you for providing those excellent step-by-step instructions on how to reach our support team. Those are exactly the right steps to get into a live queue.

@GKpem, to help you get the most out of that contact with Support, here is a bit of context on why you might be seeing these errors:

  • Login Differences: Since your Google login isn't showing the subscription, it’s very likely your Nest Doorbell (wired, 1st gen) is still tied to a legacy Nest account (using a Nest password) that hasn't been migrated to Google yet.
  • Next Step: Try going to home.nest.com and use the "Forgot Password" link with your original email address. If you can get into that legacy account, you can manage the subscription there.
  • Installation Errors: The "Try Again" error during setup often points to a power issue with the doorbell transformer. If you reach out to Support using the link provided by @MplsCustomer, be sure to mention you are using a Nest Doorbell (wired, 1st gen), so they can check your specific power requirements.

I hope this helps you get your doorbell back online or reach an appropriate resolution!

 

Regards,

Humberto

 

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